AT&T 999-501-149 system manual Types of CMS Reports

You can use this report to review the following possible problem areas:

Split staffing or configuration problems

By monitoring the abandoned-call, average-speed-of-answer and oldest- call-waiting exceptions, you can see if you need to add more agents or activate intraflow during peak hours.

Exception thresholds that are set too low

For instance, if you receive many exception messages for talk time, agent logout, or after-call-work time, the exception thresholds you are using may not be realistic.

Line problems

For instance, frequent minimum holding time exceptions for a particular line may indicate the line is faulty. Frequent all-lines-busy exceptions may indicate that you need more lines or that agents should handle calls faster.

You can also use this report to see how effectively dynamic reconfiguration was used during each shift. If many exceptions are listed for a single shift, the exception thresholds may be set too low or the information from the status screens may not have been used effectively.

Types of CMS Reports 7-15